I have 18+ years of experience in operations management, leading multi-LOB teams in Service Desk, Technical Support, Ecommerce, Billing, Collections, and Retention programs — all requiring strong system design, workflow optimization, and team structuring.
Recent similar work includes: • Redesigned end-to-end workflows for Service Desk and Technical Support teams to reduce ticket backlogs and accelerate task routing. • Implemented SOP frameworks, task delegation rules, and reporting structures that improved productivity and reduced confusion across 400–800 FTE operations. • Built automated dashboards and reporting systems in Google Workspace and Sheets, reducing manual work by 70%. • Introduced task management structures for teams using Trello, Asana, Slack, Google Workspace, and internal tools. • Designed and optimized IVR flows, escalation paths, team handoffs, and process maps to make support operations more predictable and efficient. • Standardized operational governance models that improved communication, removed bottlenecks, and increased cross-functional synchronization.
These experiences directly mirror your need for someone who can bring clarity, structure, repeatable systems, and productivity improvements to a growing team.
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